EIE Group – a Mobile Services Supplier of Choice

The Company, URB Sellulêr, exclusively represents the communication component of the Net-Ex Group and came into being in 1997 as an MTN Representative in Upington as well as Kakamas, followed by numerous other stores in South Africa. URB Sellulêr has been the sole MTN agent in the Northern Cape since 2000. The company enjoys 15 stores to date, located in prime locations that offer MTN customers unparalleled service.

URB Sellulêr has forged a reputation for offering quality products paired with top-tier customer support, giving them their long-term sustainability in the industry.

URB Sellulêr believe in a hands-on approach paired with a personal touch. Their well-trained, vibrant team live the company values, making them an MTN services supplier of choice.

The Challenge

URB Sellulêr set out to find a solution that would enable themselves to effectively measure their customer sentiment across their widely-positioned 16 stores allowing them to monitor the service levels experienced by their customers that visit their stores on a one-on-one basis.

URB Sellulêr wanted a system that would be easy to manage and that would allow for them to invite their customers to rate their service via SMS as well as being quick and easy for their customers to interact with and still deliver meaningful, rich insights through dynamic reporting.

Mano Beeslaar – System Operations Manager: URB Sellulêr, took responsibility for overseeing the project.

Finding the Right Partner

Mano’s focus was on finding a cloud-based service provider that had the capability to deliver an SMS-incorporated, cost-effective platform which allowed for URB to accomplish their performance management objectives.

Rison Software’s platform, Virtl.X People Science, was selected for the project.

The Solution

Richard Chalk, Rison Software Managing Director comments “Virtl.X People Science platform fulfills URB Sellulêr’s requirements.

“Our SMS gateway allows URB Sellulêr to link whomever purchased a new MTN cellphone contract, or upgrade/extend an existing contract, to the URB Sellulêr store they interacted with. Embedded within the SMS is a link holding all the relevant data which once selected opens up the survey associating all the relevant information related to the interaction and displaying the survey on the mobile phone for the customer to rate the in-store experience.

“This then links back to Virtl.X: Perceive and displays all the business insights necessary for URB Sellulêr to assess the performance of their stores.” Virtl.X Perceive (http://virtlx.com/virtlx.html#Perceive) is the customer experience (CX) monitoring / measuring element of Virtl.X People Science and has the tools available to gather targeted CX information and present the results in easily comprehensible reports.

The Result

URB Sellulêr is easily able to monitor and assess their customers’ experiences in the individual stores strengthening customer loyalty and acting where necessary to resolve any issues before they escalate into negative word-of-mouth sentiment towards the URB Sellulêr brand.

Mano comments: “Virtl.X gives us insight into our business to look around the corners and give our customer-facing force the right tools to really make the difference for our customers.  It has become a part of our everyday analysis.”

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